PC/LAN Support Technician Level I
Overview
The IT Service Delivery team provides technology support for over 13,000 devices across the 92+ New York Public Library locations.
The team’s main responsibilities are troubleshooting, installing and maintaining end-user technology, asset management of computer & peripheral technology, IT related project work, client engagement, and working with other IT teams to solve technology issues.
- Performs IT related maintenance tasks, diagnose, troubleshooting, repairs, upgrades, projects, and more advanced installations of computer systems, and peripheral equipment throughout the library
- Monitor, maintain and accurately document assigned service tickets and computer equipment inventory via NYPL Technology’s ticket management system
- Escalate issues when appropriate to IT management.
Responsibilities
- Provide exceptional customer service to our end-users
- Communicate effectively with all end-users in order to keep them updated on all pending issues
- Fulfill all responsibilities as a member of the Service Delivery team including but not limited to providing technical support, installing new hardware / software, attending meetings, working on technology projects, following standard processes and procedures
- Use sound judgment and time management skills to prioritize all assigned tasks
- Occasionally perform installation or replacement of network equipment under the supervision of Technology Infrastructure staff
- Performs related duties as required
Department Information Technology Employment Type Full Time Location Stephen A. Schwarzman Building Workplace type Onsite Compensation $70,640 / year Reporting To Terrell Belin This role's hiring manager : Terrell Belin
Required Education, Experience & Skills
Required Education & Certifications
- Bachelor's Degree in Computer Science (or related field) - OR - High School Diploma and X years of relevant experience in IT support
- A+ Certification
Required Experience
- Experience troubleshooting PCs, printers and other computer related equipment
- Experience working in Windows and MacOs environments
- Demonstrated customer service
Required Skills
- Successfully demonstrated advanced skills in at least two of the following : MS Office Suite 2010 and above, Apple MacOS X and above, Windows 10 and above
- Successfully demonstrated experience with and current knowledge of computer hardware and software
- Ability to install and configure desktop and laptop computers running Windows and Apple MacOS operating systems, as well as common peripherals (e.g. printers, scanners)
- Demonstrated ability to multitask and prioritize varying projects
- A valid driver’s license with an acceptable Motor Vehicle Record is highly preferred
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